Video

Pop to Salesforce Lightning Flow

Lightning Flows can be used for a variety of tasks like growing a contact list, starting orders on incoming calls, finding related cases and much more.

InGenius® Connector Enterprise enables screen pop to a Salesforce® Lightning Flow, to automatically direct contact center agents through streamlined workflows. Lightning Flows can be used for a variety of tasks like growing a contact list, starting orders on incoming calls, finding related cases and much more. InGenius, the telephony switch and Salesforce work together to make your agents more productive.

Video Transcript

Pop to flow is a standard integration for InGenius Connector Enterprise, that launches a Salesforce Lightning Flow when an incoming call is received. Using qualifying questions, InGenius pop to flow automatically directs callers and phone agents through workflows, to streamline work and drive business processes.

This is Luis, an agent with Zap Electric. His job is to answer billing inquiries from verified customers. Luis’ Salesforce administrator has simplified his workflow by creating a Lightning Flow for authenticating when a caller has failed the IVR verification. The Lightning Flow guides Luis through pre-defined screens to quickly complete tasks.

Luis receives a call from Jane. She has entered her personal identification number correctly, and Luis can get right to work answering billing questions.

His next caller is Jon, who fails authentication by entering the wrong PIN. InGenius shares that information with Salesforce and a Lightning Flow is triggered to verify him. Let’s take a look.

In the InGenius interface, Luis can see that Jon didn’t enter his PIN correctly and understands that the authentication flow is now opening. Salesforce pops a screen that shows Luis the information he needs to gather to verify Jon’s identity. After confirming the details, Jon is matched to his Salesforce record and Luis is free to help him with his billing inquiry.

Using specific workflow based on information received from the telephony switch, Lightning Flows can be used for a variety of tasks like growing your contact list, starting orders on incoming calls, finding related cases and much more. InGenius, the telephony switch and Salesforce Lighting Flows work together to make your agents more productive. For more information, visit us at uplandsoftware.com/ingenius.